Mobile Payment Solutions October 11, 2015 3:05 pm 3:55 pm
Moderator Speakers Doug New CIO Tedeschi Food Shops, Inc Ed Collupy Executive Consultant W. Capra Consulting Firm Doug Rodewald Partner W. Capra Consulting Firm
Objectives Review solutions enabling different mobile strategies from experts in the field Investigate best practices for mobile rollout strategies How to prepare for smooth operations for your mobile plans
Agenda Ed Collupy Drivers & goals with mobile in convenience retail industry Retailer approaches to mobile Doug Rodewald Deep dive How to structure to operationalize mobile
Ed Collupy Executive Consultant, W. Capra Consulting Group ecollupy@wcapra.com
What is the #1 reason mobile commerce will be adopted in convenience stores?
Business goals should be clearly defined Answers vary greatly Acceptance / Relevance Convenience / Speed of Service Engagement / Consumer Behavior Brand
Other channels are changing Pay attention and learn!
Customer Experience 1 st! Customers will choose to pay with their phone when there s a reason to do so. Too many wallets can be overwhelming Provide a consistent consumer experience Ensure payment transaction is fast, flexible, and secure Remove friction points
Customer Experience 1 st! Provide flexible payment initiation Accept multiple payment forms Capable of processing loyalty transactions Ability to use card based loyalty with a mobile payment Provide a transaction receipt Bottom line - Consumers want convenience they want to buy quickly and get the best deal
Operational considerations Analyze and set your objectives Support all necessary payment functions Any solution will need to integrate with your current POS system and cover both indoor and outdoor transactions Focus on interactions between the site systems and the mobile applications that may exist above site (e.g., at a remote server, in the cloud) Should include all required interactions (e.g., security)
Operational considerations Retailers should consider four main benefits: reducing the need to protect customer data, the higher speed of contactless transactions relative to other payment means the ability to attract consumers with higher disposable incomes the opportunity to provide more personalized experiences by integrating loyalty & digital offers
Mobile is highlighting today s fragmented programs
Long term, mobile should be the entry point for all programs
Doug Rodewald Partner, W. Capra Consulting Group drodewald@wcapra.com
What we ll accomplish Define what is shaping the market Define the market and the players Discuss operations Review best practices
Which vendor has the best opportunity to define the future of mobile commerce? A. Apple B. Google C. MCX D. Microsoft E. VeriFone
What should we learn from the past?
Post tipping point change happens fast Total U.S. Market & Smartphone Market October 2010 Source: Nielsen
Mobile is more than an app
it s a Channel
Acceptance is coming Acceptance Major Oil Offers Understand what you want to accept, what you have to accept, and when you want to accept and what it will take.
Delivering your own experience can vary (Sample and focus areas represented) C-Store Fuel Branded Payment Loyalty / Rewards
Partners have partners
Operations
Marketers care about data mobile is all about data Your operating model will become more complex plan for it
Keys to success Plan Time Investment Resource Capabilities
Cost structure will change Card Present Nothing Nothing Nothing Fraud Card Not Present Card Vaulting Mobile Platform Consumer Reward for Usage Changes to CNP Fraud Business case should support incremental costs and consumer reward if used
Many ways to address fraud Education Velocity Scoring Databases Geo-Location EMV CVV Data Security Authentication
Key Takeaways The market is moving quickly; Innovation is happening faster than commercialization Clearly define your objectives Solutions will most likely impact several suppliers Site level decisions will impact your cloud / hosted solutions
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